Over the years, it\u2019s become clear when the patient is put at the centre of the healthcare system, everyone benefits. Patient-focused outcomes lead to better scheduling, enhanced coordination of care (with the aim of shorter hospital stays), and stronger patient engagement post-discharge.<\/p>\n
What\u2019s enabled this transformation? Cloud communication solutions help providers and patients connect effectively. Read on to learn how a healthcare communication platform elevates patient engagement and provides the ideal patient experience.<\/p>\n
To understand what the term \u201cpatient engagement\u201d means, we first have to look at another term \u2013 \u201cpatient activation.\u201d Patient activation refers to that individual\u2019s knowledge, skills, ability, and willingness to manage his or her healthcare. It\u2019s the first step in patient engagement.<\/p>\n
Patient engagement is a combination of patient activation and interventions that promote positive patient behaviour, such as exercise and preventive care. This concept is important because when patients are deeply involved in their own care, they experience more positive outcomes, such as less time in the hospital.<\/p>\n
The ideal patient experience is one that is smooth and seamless for patients, although it has benefits for providers, too. Patients can easily schedule appointments and receive confirmations, receive coordinated care that reduces the risk of medical errors, and have higher levels of patient engagement post-discharge.<\/p>\n
Why does the ideal patient experience matter so much? When patients have a good experience, they feel more engaged. When they feel more engaged, they\u2019re more willing to play an active role in their own care and healing.<\/p>\n
A healthcare communications platform is an integrated suite of collaboration tools, including voice, video meetings, secure messaging, and contact centre technologies. Combined, providers use it to increase patient touch points and deliver virtual patient access centres to share important information with patients and with other healthcare providers.<\/p>\n
This technology lets patients connect with their providers on any device they want, anywhere they want, at any time. They no longer need to wait for an appointment, or, worse, an emergency, to communicate with their providers.<\/p>\n
Healthcare communication platforms can improve patient engagement and satisfaction in three ways:<\/p>\n
<\/p>\n
This technology makes it easier for patients to communicate with their providers and to update them on their conditions. With a healthcare communication platform, patients can take a larger and more active role in their care, which ultimately leads to greater patient satisfaction and improved outcomes.<\/p>\n
The scheduling process can be one of the most frustrating aspects of obtaining healthcare. When patients call a doctor\u2019s office, it can take several tries until they reach a real, live human. Even at larger practices with call centre technology in place, calls might often go unanswered, and moreover, there\u2019s no cross-device support, or call forwarding; at smaller practices, there\u2019s only a receptionist, who can\u2019t always pick up the phone. And after they schedule an appointment, patients often don\u2019t receive the follow-up care they need, which causes bigger problems later.<\/p>\n
A healthcare communication solution transforms the scheduling process. For a start, some healthcare communication platforms are omnichannel, meaning that patients can reach providers in a variety of ways, including phone, and online meetings, and the experience is consistent in every channel. When a clinic employee is speaking with a patient at a larger practice, that individual\u2019s information appears onscreen during the conversation (at a smaller practice, the receptionist can answer a mobile phone in the back, then walk up front to schedule the appointment).<\/p>\n
In the healthcare setting, communication between providers can actually be a matter of life and death. If a clinician misreads his colleague\u2019s handwriting and prescribes a patient the wrong medication, that person could die.<\/p>\n
By putting a healthcare communication platform in place, providers and patients alike can reap the benefits of greater coordination. For example, a nurse preparing to discharge a patient could perform a screen-share with other clinicians during the course of a video conference, so that all providers could be on the same page with the patient\u2019s condition and treatment, and no errors would be made.<\/p>\n
The right kind of post-discharge care optimises patient outcomes. Researchers estimate that one-quarter\u00a0of all 30-day hospital readmissions are preventable, and many readmissions stem from inadequate post-discharge follow-up. Patient engagement\u2014that is, ensuring that patients play an active role in their own care\u2014is a crucial component of post-discharge follow-up.<\/p>\n
Healthcare communication platforms make it easier for patients to stay engaged post-discharge. If there\u2019s an adverse reaction to a medication, for example, he or she could call a phone number that would connect the patient with an outpatient care call centre. The call centre agent, in turn, would contact the doctor through a messaging app, and the doctor would respond with a suggestion based on the severity of the complaint.<\/p>\n
The situation doesn\u2019t have to be as dire as an adverse reaction to a medication, though. A patient might have questions about post-discharge treatment, such as physical therapy. In that case, the patient could hold a video chat<\/a> with a physiotherapist to review how to perform a specific exercise.<\/p>\n